Refund Policy

 

1. Return Period Right of withdrawal — 14 days You have 14 calendar days from receipt of your order to request a return for any reason (Art. 102 TRLGDCU).

2. Condition of the Item Condition required for a return to be accepted For a return to be accepted, the product must be in the same condition in which it was delivered:

  • No signs of use or wear.
  • With the original packaging intact.

3. Return Procedure How to start a return To begin the process, email us at info@nuvorajewellery.com stating your order number and the reason for the return.

Returns that have not been notified to us in advance by email will not be accepted.

4. Return Costs Costs borne by the customer In accordance with Art. 108 TRLGDCU, the direct cost of return shipping is borne by the customer. We recommend using a tracked service, as Nuvora Jewellery cannot be held responsible for packages lost in transit on the way back.

5. Defective or Incorrect Items Issues with your delivery Please inspect your order at the time of delivery. If you find that the item is defective, damaged or does not match what you ordered, you must notify us within a maximum of 14 calendar days by emailing info@nuvorajewellery.com with your order number and photographs of the problem. We will assess your case and provide you with a suitable solution.

6. Refused or Uncollected Orders Returns due to failed delivery If the customer refuses delivery or does not collect the package from the post office or collection point, the order will be returned to our international logistics centre and the following conditions will apply:

  • Once receipt at our logistics centre has been confirmed, we will refund the amount of the order.
  • 20 will be deducted to cover return transport to the logistics centre.
  • The refund will be issued to the original payment method within 7 to 14 business days.

If your order was refused by mistake, please contact us at info@nuvorajewellery.com as soon as possible. We review each case individually.

This policy applies in the following cases:

  • The customer expressly refuses delivery from the courier.
  • The package is not collected within the timeframe set by the carrier.
  • The delivery address is incorrect or incomplete and the package cannot be delivered.

7. Refunds Timeframes and methods Once your return has been received and inspected, we will inform you whether the refund has been approved or declined. If approved, you have two options:

  • Store credit: the amount is credited as a gift card code for your next purchase. This is the fastest option.
  • Refund to the original method: the amount is returned to the card or account used for the purchase (Art. 107 TRLGDCU). The credit may take an additional 5 to 10 business days depending on your bank.

8. Delivery Delays Logistics issues

  • In transit: a delay on the part of the carrier does not entitle you to an automatic refund while the package is still on its way.
  • Late arrival: if the package arrives late and you no longer want it, you may return it under the standard return conditions.
  • 30-day limit: if the order is not delivered within 30 calendar days of purchase, you are entitled to cancel it and receive a full refund.

9. Lost Orders Loss confirmed by the carrier

  • Our solution: we will ship a new product free of charge.
  • Refund option: if you prefer not to receive a replacement, a full refund of the purchase will be issued.

10. Inspection and Withholding Conditions of acceptance In accordance with Art. 107 TRLGDCU, Nuvora Jewellery may withhold the refund until it has received the goods or reliable proof that they have been sent back. If the item shows signs of use beyond what is necessary to establish its characteristics, the corresponding depreciation may be deducted from the refunded amount.

11. Lifetime Colour Guarantee Lifetime coverage of the finish We offer a Lifetime Colour Guarantee on all our jewellery. If your piece loses its original colour, we will send you a new piece completely free of charge, or offer you the equivalent amount in store credit so you can choose a replacement.

This guarantee covers loss of original colour only. It does not cover breakage, scratches or lost pieces resulting from improper use. The Lifetime Colour Guarantee does not entitle you to a cash refund: compensation is provided solely through a replacement piece or store credit.

To make a claim under the guarantee, email us at help@nuvorajewellery.com with your order number and a photograph of the piece.

Nuvora Jewellery — info@nuvorajewellery.com This policy does not limit the legal rights granted by the TRLGDCU and European consumer protection legislation.